Operations Manager / Customer Service Professional

Instruct Basic and Conversational English for Primary and Middle school students. Conduct Business English and Speech Improvement courses for professionals.

Successfully streamlined operational processes, resulting in a 20% increase in overall efficiency. Implemented cost-saving measures that led to a 15% reduction in operational expenses. Monitor and improve departmental performance. Conducted regular assessment and training sessions for staff to enhance operational knowledge and skills.

Forged and nurtured a cooperative network with local hostels and hotels to promote services. Cultivated robust relationships with local bike rental companies, fostering a symbiotic partnership for service promotion. Spearheaded the development and enhancement of marketing tools in collaboration with partners. Executed innovative marketing strategies to increase brand visibility and service awareness. Managed insurance cases with meticulous attention to detail, ensuring swift resolution and customer satisfaction. Suggested and implemented improvements to enhance overall service quality, addressing both operational and customer-centric aspects. Effectively coordinated internal and external stakeholders, fostering a collaborative work environment. Implemented data-driven approaches to analyze operational performance, identifying areas for enhancement. Proactively identified and implemented operational improvements to enhance efficiency and support continuous growth.

Provided exceptional customer service support, addressing inquiries promptly and effectively. Collaborated with cross-functional teams to ensure smooth policy purchase processing and insurance operations. Utilized strong communication skills in both Thai and English languages. Tracked and monitored claims escalation, ensuring timely and accurate resolution. Contributed to improving customer satisfaction ratings through proactive problem-solving.

Managed back-end processes for customer bookings and web content. Oversaw Tour guide schedules and payouts. Coordinated with hostels and business establishments for Meet-up locations. Monitored and engaged with the audience on social media accounts.

Educated, assisted, and coordinated customer requests, payments, amendments, credits, and refunds. Efficiently relocated customers during allotment rejection due to system errors. Verified and recommended actions for fraudulent accounts based on back-office data.

Managed, generated, and analyzed business processes across regional offices. Maintained accurate accounting reports and audits, cutting monetary discrepancies and billing errors. Demonstrated effective communication and coordination of processes and pricing updates. Designed process flows to achieve monthly KPI goals and ensure exceptional customer satisfaction. Managed, tracked, and interpreted data analysis reports through presentations with clients and stakeholders.

Adept and address a diverse range of customer concerns, including billing discrepancies, upgrades, and account-related inquiries. Extend a proactive approach to managing and updating subscribers on the resolution status of their complaints and special requests. Validate and process credits and refunds, ensuring adherence to established guidelines and upholding fairness in financial transactions with precision. Leverage ticket management proficiency, streamline escalation process, identify, and resolve complex issues, that significantly contributed to process improvement initiatives. Provide valuable assistance to team leaders in overseeing day-to-day Level 1 and 2 activities, showcasing commitment to team success and operational excellence.